Job Description:
Work Mode: Remote
Key Responsibilities:
- Manage the daily operations of StarPago's customer service team, including staff scheduling, task allocation, service quality inspection, performance evaluation, and business training.
- Establish and continuously optimize the customer service management system, setting service standards, response times, ticket prioritization, complaint escalation, and emergency handling procedures.
- Provide payment business support for corporate and individual clients, covering Pay-in, Payout, Exchange, and other business scenarios.
- Coordinate and resolve payment failures, delayed transactions, refunds, account anomalies, exchange rate inquiries, system integration, and other complex transaction issues.
- Monitor key performance indicators such as response time, issue resolution rate, customer satisfaction, complaint rate, and ticket backlog, and produce regular analytical reports.
- Handle major customer complaints and urgent payment issues, collaborating with operations, product, technology, finance, and risk control teams to ensure problem resolution.
- Develop and maintain a customer service knowledge base, standard response templates, and solutions for common issues.
- Collect and analyze customer feedback to identify recurring problems and product pain points, driving continuous improvement in payment products and operational processes.
- Manage a remote customer service team, ensuring cross-regional and cross-time zone collaboration efficiency and service quality.
- Enhance 24/7 customer support and emergency response mechanisms based on business development needs.
Job Requirements:
Qualifications:
- Minimum 3 years of customer service or support experience, with at least 1 year in team management.
- Experience in payments, fintech, cross-border e-commerce, internet platforms, banking, e-wallets, or large-scale customer service centers.
- Familiarity with payment processes, including collections, payments, refunds, currency exchange, reconciliation, and transaction anomalies.
- Proven experience in remote team management, including online scheduling, ticket tracking, quality checks, and performance management.
- Strong skills in complaint handling, data analysis, process optimization, and cross-departmental coordination.
- High sense of responsibility, emotional stability, and strong judgment in handling payment anomalies and urgent customer issues.
- Adaptability to fast-paced business environments, with the ability to manage major emergencies outside regular working hours when necessary.
Preferred Qualifications:
- Prior experience leading customer service teams in large internet companies, payment institutions, banks, cross-border e-commerce platforms, or renowned fintech firms.
- Experience in global payments, cross-border transactions, foreign exchange, or multi-currency operations.
- Knowledge of API payment products, merchant technical support, or payment system integration.
- Experience managing remote or cross-time zone customer service teams.
- Background in Web3, digital assets, wallets, or trading platform customer service management.
- Proficiency in English as a working language.
We Expect You To:
Not only manage the customer service team but also identify business issues from customer feedback and payment data, driving improvements in operations, product, technology, and risk control to enhance customer experience.
This role offers potential career growth into positions such as Customer Service Operations Lead, User Operations Lead, or General Operations Management.
Benefits:
Base salary + bonuses + holiday benefits + health check benefits, etc.
